Christiana Pleasant Dental

Review: I prescheduled my semi annual check up 6 months in advance. THe week of the appointment we were experiencing extreme cold weather and, snow/ice. My appointment was scheduled for 2:00 pm est on 1.7.14.I called the office at 10L45 am est on 1.6.14 to notfy the office that I would be unable to keep my appointment for 1.7.14 due to the weather. THey informed me that they have a 48 hour cancellation policy and, if I did not show up I would be charged $25.00.I was never notifed of this cancellation policy before. I have been a client of this office for many years and, although I rarely cancel/change my appointments I was never notified of this policy prior to me calling their office on 1.6.14. Additonally, had I called 48 hours prior it would of been a Sunday and their office would of been closed. Upon being notified by phone that I would be charged $25.00 I told them to keep my appointment and I would do my best to get there dispite the severe weather conditions. HOwever, as I was so upset I sent an email directly to the dentist [redacted] and advised her of my dissatisfaction with their policy as I was never notified of the cancellation policy in the past. I can understand 24 hours (which I was within) but, 48 hours when I was cancelling due to weather is obsurd.I then reviewed their website online - and they do not have their cancellation policy listed on their website. HOw is a client to know that they have to call 48 hours (not 24) in advance to cancel an appointment.I never received a reply from the dentist and, I called the office back about 20 mintues after my inital call and, told them that I no longer wanted to be a client of theirs if this is how they treat their customers and, I told them I would not be coming to their office for my appointment on the 7th of January. I recently received a bill in the mail from them for $25.00 and the description is cancelled less than 48 hours : broken appointment.Desired Settlement: I feel that as they did not properly disclosure their cancellation policy to me before hand I should not be charged $25.00. Dental Offices should be required to notify their customers of their policies before, charging them fees. I gave the office more than 24 hours notice and, I was never advised of the 48 hour policy before this incident occurred. Therefore, I do not feel that I should be charged the $25.00 fee.

Business

Response:

[redacted]

We received notice of the complaint made to the Revdex.com about the office cancellation policy. I am sorry that you were not made aware of the policy ahead of time. Since you're complaint, we have made more of an effort to be as transparent about cancellation fees and other charges as possible. We are in the process of adding it to our website and to the outgoing text, email reminders.

Although we had the policy printed on the back of all appointment cards and had placed it on the wall in the reception area, it did not capture every patient's attention.

I hope you understand that these fees are not meant to upset patients in any way, and are really meant for patients to respect our schedule and our time more. However we do understand the circumstances you faced on January 7th and your reasoning for cancelling the appointment.

Please except our apology and ignore any future bills related to this matter. Bills are sent electronically, however our billing coordinator is in the process of removing the prior $25.00 charge from your account completely.

Thank you again for voicing your concerns and if you have any questions in the future about this matter, please do not hesitate to call our office.